POLICIES

Appointments and Consultation Policy:

To improve our services and reduce waiting times, APPOINTMENTS are preferable except in Emergencies / Urgent cases. We will see walk-ins; however priority will be given to patients with an appointment.

A standard consultation is up to 15 minutes. Please limit consultations to 1-2 issues. Please advise reception if you require a longer appointment e.g. procedures, pap smears, immunisations, new patients, workers compensation, counselling etc.

Please inform reception staff upon your arrival and let them know your requirement and they will try to accommodate your needs depends on availability.

Please be advised that the appointment time is the time of arrival to the surgery and NOT necessary the time that you will be seen by the doctor. Please be patient while waiting in the reception area, particular when the surgery is busy. We aim to keep your waiting time to a minimum. However, there will be some appointments when a patient needs some extra time, which is out of a doctor’s control.  Please understand and considerate. You can call up and check with the receptionist regarding the waiting time.

All referrals, repeat prescriptions and blood test results require an appointment.

Fees and Payment Policy:

St. Johns Park Medical Centre is a bulk billing practice for those patients who hold a valid Medicare Card. However, fees are charged for Allied Health Services, certain Vaccines and Medicals like Workers Compensation, CTP, Pre-employment and Commercial Licence health assessment, INR, Pregnancy test and Prints .  Please do not hesitate to discuss possible fees and charges with our staff.

Referral, Medical Certificate and Prescription Request Policy:

Please see our doctors if you require a referral to see a specialist, psychologist, or other health care provider etc. As it can take time to fully understand your problem and also to write a detailed referral for you, please be considerate in allowing an adequate time for the doctor to see you before your planned specialist appointments.

Medical certificates and Referrals CANNOT be backdated. Also need to give adequate time to doctor to understand your problem before give a referral to you.  It’s your responsibility meets your employer requirements

If you need a prescription, please kindly approach your doctor. Unfortunately, we are not able to provide prescriptions or referrals over the phone.

We do not prescribe any addictive medication for new patients. For the regular patients doctors need to review before give any addictive medication and if doctor decided not needed request will be refused.

Test result Policy:

Our administrative staff will ring you to schedule an appointment, if directed by the doctor and based upon urgency, to collect & discuss results. We are not able to provide results over the phone except under special circumstances.

Zero Tolerance Policy:

Aggression, violence, abuse and threatening behaviour will not be tolerated by professionals and staff working in St Johns Park Medical Centre.

All incidents of Violence, Threats, Verbal abuse, Sexual and/or Racial harassment will be reported to the Practice Manager immediately. Where appropriate, the police and the Health Authority will also be notified. All offenders in this respect risk immediate removal from the Practice’s Patient List.

We do not prescribe any addictive medication for new patients. For the regular patients doctors need to review before give any addictive medication and if doctor decided not needed request will be refused.

 

Feedback, Suggestion and Complaint Resolution Policy:

Any Feedback, Suggestion and Complaints are welcome via Phone call, Writing, or In Person. All complaint must include Full name, Date of birth, Date of service, Full name of staff and Details of complaint. Our Practice Manager will resolve complaints asap.

You can also contact NSW Health Care Complaint Commission at (02) 9219 7444 (or) hccc@hccc.nsw.gov.au and AHPRA.